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Macros are your saved replies. Type / in the composer, pick one, and the text appears — variables filled in.

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Create a macro

  1. Open Settings → Macros.
  2. Click New macro.
  3. Give it a short name (this is what you search for).
  4. Write the body — plain text with optional Markdown.
  5. Save.

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Variables

You can reference dynamic values with {{...}}:
VariableRenders
{{contact.first_name}}Contact’s first name, or “there” if we don’t know it
{{contact.name}}Full name
{{contact.email}}Email address
{{contact.company}}Company name, if set
{{agent.name}}You, the replying teammate
{{workspace.name}}Your workspace name
Example: 
Hi {{contact.first_name}} — thanks for reaching out to {{workspace.name}}!
I've forwarded this to our returns team and we'll get back within 1 business day.

— {{agent.name}}

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Inserting a macro

In any composer, type / and start typing the macro name. Pick with arrow keys and Enter, or click. The body is inserted where your cursor is — you can still edit it before sending.

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Use in flows

Macros can also be referenced from Message nodes in flows, so auto-replies stay consistent with what your team sends manually. See Messages & actions.

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Good macros

  • are short — a paragraph, not a page
  • address one intent (e.g. “we received your return”, not “returns FAQ”)
  • use variables for anything that changes per contact
  • read well with no edit — if you always tweak one, update the macro

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Tips

  • Keep macros under ~30. More than that and finding the right one is slower than typing.
  • Use short, searchable names — shipping-eu-delay beats Shipping EU Delay Response Template (Updated).
  • Pair common macros with tags — e.g. when a macro is about returns, also add the returns tag to the conversation so analytics pick it up.